In the event of a system glitch beyond our control, orders may be shipped via an alternate carrier at no additional cost to you.
- You selected UPS and there’s a glitch that won’t allow us to print labels. We will ship your order via USPS to avoid an extended delay.
Shipping is automatically calculated at Checkout by UPS and USPS. Shipping fees are calculated based on your location and the total weight of your package.
- After placing your order, you will receive an Order Confirmation email with your purchase info. Please allow 2 - 3 Business Days for your order to be processed.
- Business days are MONDAY- FRIDAY only, does not include weekends or holidays that may fall on a weekday.
- Yes, but it’s not guaranteed. If you require Rush Shipping, Please contact us prior to ordering to make sure we can complete your order within the desired time frame.
- Rush Orders are be shipped via UPS!
- Once your order has been shipped, you will receive an email with your tracking number.
- Customers are responsible for tracking at all times once your order has been shipped. Carriers give you the option to turn on text and email notifications.
- Please Do Not DM, Comment or Tag Us on social media posts about your order. ALL order communications, updates, etc. will be handled via customer service on our Contact Us page.
- Please double check your address before submitting your order. If your order is sent back to us because it couldn't be delivered, we will email you to let you know it was returned.
- You must respond to our email within 72 hrs about your package. Your package will not be sent out for the 2nd delivery automatically.
- Re-Delivery Fee is required for a 2nd Delivery Attempt. New shipping fees and new packaging is mandatory, as the first is no longer valid. Fee must be paid by customer prior to being shipped again.
- If your package says delivered but you can’t find it: Look around your property, check with your neighbors or mailroom to see if it was accidentally delivered to them.
- Occasionally carriers will mark packages as delivered well in advance of its actual delivery, it might still be on the truck.
- Unfortunately we are unable to assist you with locating the package, as we have access to the same information as you. Please reach out to the carrier for further assistance or to file a claim if it doesn’t turn up by the end of the day.
PLEASE DO NOT INTENTIONALLY REFUSE DELIVERY IN AN ATTEMPT TO GET A REFUND OR TO FILE A CHARGEBACK!
- Changing your mind, No longer wanted and / or Needing the money back doesn’t entitle you to a refund. We will fight every attempt, as you made a purchase and the merchandise was delivered to you per our merchant-customer agreement.
- This constitutes FRAUD, as you made the purchase knowing and agreeing to all of our Policies, Terms and Conditions upon submitting your order. Policies are clearly expressed on our website multiple times and we will fight any and all fraudulent attempts with your financial institutions.
PACKAGE HELD FOR PICKUP
- If you received a notice that your package was Held for Pickup by USPS or UPS; Please Contact your local carrier to have it released. Have your tracking number ready and present the slip left by the carrier during pickup.
- There may have been an issue with your address or a failed delivery attempt. The carrier may have required more specific directions to deliver your package.
- International Packages Held for Pickup by your local Customs Office; Please Contact them for further instructions.
- Some packages may be held for an inspection and released. Others may require Import Duties and Taxes be paid prior to release.
- ALL DUTIES AND TAXES ARE THE RESPONSIBILITY OF THE CUSTOMER. WE DO NOT PAY OR REIMBURSE CUSTOMS TAXES AND FEES.
SHIP MULTIPLE ORDERS
- We do not wait to combine orders, as it would delay processing and shipping. Unfortunately if multiple orders are placed, multiple packages will be shipped.
- We will not refund shipping cost for multiple packages.
We do not allow pickup of orders submitted for shipping. Please go to the Local Pickup section under the “Customer Service” tab for more details about this service option.
- Currently we do not ship to P.O. Boxes.
- Standard Shipping: 1st Class USPS is tentatively 4-5 Business Days from ship date, not order date.
- Priority Shipping: USPS Priority is tentatively 2-3 Business Days from ship date, not order date.
- UPS Ground: Tentatively 1-5 Business Days from ship date.
- UPS Next Day Air: Delivery by 10:30 am on the next Business Day after shipping.
- UPS 2nd Day Air: Tentatively 2-3 Business Days from ship date, not order date.
- Currently we only ship Internationally to our neighbors to the north in Canada.
- At the bottom of any page, there is a “Country / Region” drop down menu box. Select “Canada” to receive the correct pricing and shipping rates.
- You can also do this on the Checkout page right above the section where you enter your “First Name.”
- At Checkout there is a drop down menu, select Canada to receive the correct pricing and shipping rates.
- International packages are subject to Customs Duties and Taxes. Customer is solely responsible for ALL additional fees. We are unable to calculate additional fees for you prior to or after placing your order.
- Please be advised that there may be shipping delays during sales and holidays. We process orders as they come in, so we will do our best to keep shipping delays down on our end. We are not responsible for shipping delays once the package is in the possession of the carrier (USPS, UPS, etc…).
- This includes, but is not limited to: delays due to weather, natural disasters, health crisis, COVID-19, civil unrest, curfews, city/ county/ state/ country-wide shutdowns, holidays, carrier related issues, etc.
- Shipping Tips does not constitute Advice, Recommendations, or a Directive. Please use your own discretion, as the choice is completely yours. Ellie Shai assumes no responsibility or liability for outcome of using one of these services.
- Some Carriers allow packages to be held for pickup at the Main Shipping Facilities, the UPS store, and Secure Access Point locations.
- This is to ensure your package doesn’t get stolen, should you be away from home during delivery or live in an area with a lot of package thefts.
- Please Be Advised that additional taxes and fees may apply. Customer is responsible for all additional fees.
DAMAGE, LOST OR STOLEN
- All packages are wrapped, secured and inspected before being dispatched to the carrier for shipping.
- ELLIE SHAI is NOT responsible for packages damaged, lost or stolen in transit. But we will do our best to work with you.
- Please inspect your order immediately upon receiving it. You have 48 hours from delivery to alert us, so we can evaluate the issue. Have pictures and videos of damaged product(s) and shipping box ready to send to us and the carrier.
- A damage claim must be filed by the customer and approved by the carrier in order to initiate any replacement from ELLIE SHAI.
- Please be mindful that replacements are done at the discretion of ELLIE SHAI and subject to availability. As some products may be out of season, discontinued, etc.
- ELLIE SHAI IS NOT LIABLE FOR DELAYED, DAMAGED, LOST OR STOLEN PACKAGES.